Sr. Director, Customer Experience - Voice of Customer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Sr. Director, Customer Experience - Voice of the Customer

Location: Virtual Remote within US (not limited to the states the job is tagged to)

We are seeking a highly experienced executive to lead and build our Customer Experience (CX) practice, with an additional focus on championing the Voice of Customer (VOC) initiative. The ideal candidate will have extensive experience in helping customers build customer experience strategies, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) measurement practices.

This role is integral to helping Genesys end customers gather and leverage insights from their end customers interactions and feedback, ensuring the organization listens and responds effectively to the voice of the customer. The position also involves building comprehensive dashboards, driving experience improvement recommendations, and conducting correlation analysis with Customer Genesys Cloud KPIs.

Key Responsibilities:

Develop a Voice of Customer (VOC) Practice inside Genesys for our end customers

• Provide a consulting practice for customers to develop and lead their VOC strategy, helping them capture and utilize customer feedback from multiple touchpoints (surveys, interviews, reviews, etc.).

Customer Service Interaction Insights

• Lead a consulting team to help customers gather and analyze insights from their end-customer interactions, using feedback to improve NPS, CSAT, and overall satisfaction.

Contact Center Employee Experience Insights

• Design and manage programs for customers to capture employee feedback within contact centers, linking employee satisfaction with customer satisfaction outcomes.

Experience Index Dashboard Development

• Build an interactive Experience Index Dashboard for customers that integrates their VOC insights alongside NPS, CSAT, and other CX metrics

NPS and CSAT Measurement & Growth

• Lead efforts to enhance Genesys customers NPS and CSAT measurement programs by incorporating VOC insights, ensuring feedback is accurately captured and analyzed.

Correlation Analysis with Customer Genesys Cloud KPIs

• Conduct correlation analysis between VOC insights and Customer Genesys Cloud KPIs to understand the impact of operational performance on customer experience.
• Use this analysis to make data-driven decisions on service delivery optimizations, contributing to improved customer outcomes.
• Continuously refine correlation models, linking VOC and KPI data to provide a holistic view of customer satisfaction drivers.

CX Strategy & Leadership

• Provide strategic leadership to customer executives for the overall customer experience practice, ensuring that the VOC program and NPS/CSAT initiatives align with business goals.
• Mentor and develop a team of CX professionals, ensuring they are equipped to handle both the analytical and strategic components of customer experience and VOC initiatives.

Required Qualifications:

• 10+ years’ experience in VOC, customer insights and research, competitive monitoring, minimum 3 years leading a team.
• Experience working with VOC consulting companies, Medallia, Qualtrics or other leading providers.
• Data Storytelling & Visualization - ability to succinctly summarize complex analysis.
• Business Acumen– working with C-Suite customers and cross-functional teams.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.